Exceptional Service, Exceptional Profit
by Leonardo Inghilleri and Micah Solomon
A Ritz-Carlton veteran and a consultant on anticipatory service: the four elements of satisfaction, service recovery, language, and systems that let people be warm. Practical and specific.
Read it if…
you want hospitality-grade service practices for any business.
See the book →
Skip it if…
you want strategy.
Try instead: The Cult of the Customer →
Three things you will actually use
- Anticipate needs.
- Recover failures generously.
- Language matters.
Do this first
Write a short list of words to use and avoid with customers.
Our verdict
Hospitality-grade practices.
See the book →
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